Agent Productivity Summary Report

overview the agent productivity summary report provides a consolidated summary of each agent’s productivity metrics within a specific time range it helps supervisors and contact center administrators evaluate how effectively agents utilize their working hours across call handling , after call work (acw) , breaks , and idle time this report delivers an at a glance view of agent performance , time utilization , and workload distribution , helping improve workforce planning and overall service quality purpose use this report to measure how efficiently agents use their logged in hours identify idle or underutilized agents track key performance metrics — talk time, acw, idle time, and break durations support performance reviews, coaching, and resource allocation decisions report fields column name data type definition process name string name of the process (workflow) under which the calls were made or received campaign name string campaign in which the calls were handled user name string the agent’s display name user id string the agent’s unique system identifier total staffed duration duration total duration the agent was staffed during the reporting period (includes breaks) total ready duration duration total time the agent remained in “ready” status — available for calls includes both auto call on and ready with auto call off states total break duration duration cumulative duration of all breaks taken during the reporting period total talk time duration total time spent by the agent actively speaking to customers across all connected calls total acw duration duration total time spent in after call work (acw) — the period between call disconnection and call disposition total idle time duration time the agent was available (ready) but not engaged in handling calls = ready duration − service duration auto call on duration duration time the agent remained in auto call on mode (ready to receive auto dialed calls) auto call off duration duration time the agent was ready but not in auto call on mode total hold duration duration total duration for which customers were placed on hold by the agent total service time duration total duration an agent was engaged in active service, calculated as service time = ringing + preview + talk + hold + acw avg ringing time duration average time the agent’s phone rang across all calls avg talk time duration average talk time per connected call = total talk time ÷ total calls answered avg acw duration duration average wrap up duration per connected call avg handling time (aht) duration average handling time = avg talk time + avg acw duration (excludes wrap up of non connected calls ) inbound calls number total inbound calls (connected and not connected) handled by the agent outbound calls number total outbound calls (manual, preview, or auto dialed) attempted by the agent connected calls number total calls successfully connected to customers during the reporting period total wrapped calls number total calls wrapped up or disposed of by the agent total idle calls number calls during which the agent remained idle or inactive callbacks received number total number of callbacks (queue, self, or preview) received by the agent transferred calls number total calls transferred to the agent from other queues or campaigns click to call calls number total calls made using the click to call feature from crm or other interfaces connected click to calls number number of click to call calls successfully connected to customers key performance metrics metric description agent utilization % measures how much of an agent’s staffed time was spent on active work formula (service time ÷ staffed duration) × 100 idle time % represents the percentage of ready time not utilized in call handling formula (idle time ÷ ready duration) × 100 break time % indicates the portion of staffed duration spent on breaks formula (break duration ÷ staffed duration) × 100 aht (average handling time) average time spent per call, combining talk and acw durations talk to work ratio ratio of total talk time to total working time (talk time ÷ service time) example use case scenario a contact center supervisor wants to assess how efficiently agents utilized their 8 hour shifts metric value interpretation staffed duration 8 hrs total logged in time ready duration 7 hrs time available for calls talk time 3 hrs active customer engagement acw duration 1 hr post call processing break duration 1 hr scheduled breaks idle time 2 hrs time agent was ready but idle agent utilization 62 5% indicates moderate efficiency; scope to reduce idle time supervisors can use this data to adjust scheduling, identify coaching needs, and rebalance workloads best practices combine this report with the agent productivity interval summary report for deeper insights into hourly or shift based patterns review idle time % regularly to optimize queue routing and staffing levels use aht trends to assess process complexity and training needs compare break time % across teams to maintain adherence and balance workloads